The player from Germany faced repeated rejections of all submitted documents required for his withdrawal, including bank statements, while experiencing unhelpful responses from live chat support. He believed these actions were obstacles preventing him from accessing his winnings. After the Complaints Team intervened, the casino reliably processed his withdrawal following brief communication. The issue was marked as resolved in the system.
Slotlounge Casino - Player's withdrawal is being delayed.
Resolved
Our verdict
Case closed
Amount: €500
Slotlounge Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Good day,
This casino is putting massive obstacles in my way and blocking all documents, forcing me to cancel the withdrawal and lose the money again. This scam is well-known. Two official PDF documents from two different banks with my address and name were rejected, as was my official Revolut bank statement showing the casino deposit. They can't and won't help me in live chat, and they keep giving the same reasons. With all due respect, I can send as many documents as I want, but they're all rejected. I'm asking for your help.
Kind regards
Automatic translation:
Public
Public
8 months ago
Dear Ap0mxi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and investigate your complaint thoroughly, could you please provide answers to the following questions?
- What specific documents have you submitted to the casino, and what reasons did they provide for rejecting them?
- Have any of the documents you sent to the casino been approved during the KYC verification process?
- Are there any specific requirements or verification processes that the casino has communicated to you?
- Have you provided the requested documents in the correct format?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Public
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8 months ago
TranslationGood morning Veronika,
Thank you for the quick response. I submitted two official bank statements from different banks as PDFs with my name and address as proof of address. I also have an official confirmation of membership from my health insurance company with my name, address and date of birth. All of them were rejected. None of the documents were older than three months. As proof of payment, I submitted the last deposit from my Revolut account as a PDF because I don't have a plastic card. According to the live chat, this is sufficient. Despite repeated requests, the documents were rejected for the same reasons. Only my ID card was approved. I wrote to the live chat and the requested documents were not approved in the live chat either; there was no response to my email.
The reasons given are
Reason: Please upload a photo of the entire document in your account (Verification tab) where we can see your address in your account. It must be less than 90 days old and reflect: -Your name; -Address provided in your profile; -Document issue date; Examples: utility bill (e.g., electricity, water, gas), bank or credit card statement, tax bill, or government-issued residence declaration/certificate. We would appreciate it if the document is uploaded in PDF format. We would also like to remind you that the document must not be edited/cropped/screenshot.
I'm also told to take a photo of my credit card, with some numbers covered. But the live chat said it's sufficient if I submit a PDF of my bank statement with the last deposit.
Best regards
Edited
Automatic translation:
Public
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8 months ago
TranslationGood day,
You can close the case. The casino has now paid out reliably after a brief communication.
Best regards
Automatic translation:
Public
Public
8 months ago
Dear Ap0mxi,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
